Making cases work in lightning
Summary
To improve the usability of cases in Lightning Experience, key steps include enabling 'Case Feed Actions and Feed Items' in support settings and configuring case feed filters in Classic to control feed content. Setting up a console app is critical because feed filters only show up and work properly in console apps, making case interactions, especially emails, easier to manage. Additional helpful features include enabling unread/read status on the compact case feed and enabling draft emails. Custom send email actions can be created to set email templates and handle addressing issues more smoothly. This approach addresses common frustrations with the Lightning case feed and helps Salesforce teams build a cleaner, more functional case interface.
Takeaways
- Enable 'Case Feed Actions and Feed Items' in support settings to fix feed issues.
- Configure case feed filters in Classic for better feed content control.
- Use a console app to make feed filters visible and usable in Lightning.
- Try enabling unread/read on compact case feed for better case tracking.
- Create custom send email actions with templates using junctionIdList for addressing.
I couldnt find any clear documentation on how to get cases to just not be total crap in lightning. Tried many times, and failed miserably. finally found a way through lots of googling, and piecing things together. the short answer is that you need feed filters and a console app and then there is hope. “Enable Case Feed Actions and Feed Items” in support settings otherwise you may find odd stuff with things not showing up in the case feed esp on old cases setup case feed filters can setup feed filters in classic, to determine what is on the page feed filters only show up in console apps in lex, but actually make it usable. you can see all the emails, and easily move from one to the next. other normal things try “Enable Unread/Read on Compact Case Feed” - no idea what that does yet…and maybe ‘enable draft emails’ cuz why not. create a console app, then do normal lighting app builder stuff. i went with details on left, and feed on right. equal split.